And, you’ll possibly lose a customer who will more than likely tell all her friends and family (and even the world if she hits social media!), how poor your business, your products and your services are.
So, accept that the customer thinks they are right and use the FEEL, FELT, FOUND approach:
"I understand how you feel Mrs Customer, another customer felt the same at first, but what they found was..."
"I know how you feel. I'm sure I would feel the same in your shoes. What most customers find is... So, let's see what we can do to fix it."
This is a much softer way. You are acknowledging that they are annoyed, allaying their fears and showing how you can help them.
Try it next time someone complains. You'll be surprised how well it works!
Upping your customer service skills.
Business & management coach, mentor, trainer, author, speaker, social entrepreneur, (and chief pot and bottle washer!)